Complaint Management Administrator

Company Introduction

JOB DESCRIPTION

Emirates NBD is a market leader across the MENAT (Middle East, North Africa and Türkiye) region with a presence in 13 countries, serving over 20 million customers. The Emirates NBD Group has a total of 853 branches and 4,213 ATMs / SDMs. Emirates NBD is the leading financial services brand in the UAE with a Brand value of USD 3.89 billion.

At the bank, we serve our customers and help them realise their financial objectives through a range of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage operations.

We are a key participant in the global digital banking industry, with 97% of all financial transactions and requests conducted outside of our branches. We also operate Liv, the lifestyle digital bank by Emirates NBD. With close to half a million users, it continues to be the fastest-growing digital bank in the region.

In line with the UAE Government’s strategy in empowering and developing nationals, Emirates NBD is committed to welcoming the young generation into an innovative, modern and supportive work environment to contribute to the nation's success. We are looking to find the best UAEN talent to join our ENBD family.

Are you a problem-solver with a passion for ensuring customer satisfaction? We're seeking an exceptional Complaint Management Administrator to join the Customer Experience Team!

If you're ready to tackle challenges head-on and play a pivotal role in shaping our customer service strategy, we want to hear from you!

Job Purpose

ENBD Complaint Management Unit (CMU) enhances customer experience by managing complaints from various channels, including centralized complaints, customer care, and branch services. It ensures effective service recovery and addresses root causes to improve customer satisfaction. Additionally, it defines and delivers service excellence strategic goals to enhance overall customer experience at Emirates NBD.

As a Complaint Management Administrator, you will manage complaints and inquiries from channels overseen by the Complaint Management Unit, initiate service recovery, and coordinate with departments for faster resolution of escalated service requests while providing feedback.

Responsibilities

• Record complaints, provide reference numbers to customers, investigate and coordinate with relevant departments for resolution, and communicate outcomes to customers. Share critical cases with management and suggest solutions to prevent future complaints.
• Actively manage customer enquiries by logging them with relevant details, following up for resolution, and keeping the customer informed. Escalate critical cases and propose solutions to improve process.
• Thoroughly assess each valid complaint to determine rightful compensation using our established guidelines and communicate the method directly to the customer.
• Provide consultancy to branches for successful SR closure and coordinate with relevant departments to address and resolve any identified process gaps.
• Investigate and follow-up with departments to resolve customer complaints, ensure proper communication, and share critical cases with management to suggest solutions and prevent future issues.
• Ensure proper implementation of audit and compliance guidelines.
  
  

Requirements

• Education
• High School / Graduate

• Experiences
• Up to 5 years of experience (preferably Branch Banking and Call Center).
• Good customer service delivery exposure

• Knowledge & Skills
• Fluency in English, while knowledge of regional languages is an advantage.
• Excellent oral & written communication skills.
• Knowledge of systems (CRM, Finacle, FinnOne, etc), policies and processes.
• Good team and relationship building capabilities.
  
  

WHAT WE OFFER YOU:

• Competitive salary package
• Market-leading incentives
• Strong emphasis on work/life balance
• Generous annual leave entitlement and Private Healthcare
• World-class Learning & Development platform and career development
• Preferential banking facilities for employees
  
  

WHY JOIN US?

We aspire to be an employee’s employer of choice. We believe, we can help you realize your true potential by providing the right opportunities. At ENBD we are reimagining the future of work so that you can unlock your potential, every day we want to ensure, every employee can exceed in the future of work by upskilling, building new digital skills and knowledge. Our goal is to empower our employees to build a career experiences and skills they need in the future and that will produce a great outcome for our bank as well, we want our employees no matter their background, location, preferences to feel engaged to one ENBD team.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. ENBD is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment, however due to high volume of applicants, only SHORTLISTED candidates will be contacted.